Support
Help for the Hero EQ: Product Brain iPhone app. Last updated October 24, 2026.
Contact us
Need help? Go to the contact page, choose "Support" as the topic and send your message. A real person reads every message. We can't promise a reply time, but we'll get back to you by email.
To help us, tell us what you were doing, what you expected, and what happened instead. Add your iPhone model, your iOS version and the app version (in Settings). Please don't send API keys, passwords, or anything confidential from your work. A description is enough, and we'll never ask you for a key.
Questions about your data, or a request to see, fix or delete it, use the privacy request form. See the privacy policy for what we hold.
Getting started
Do I need an account?
Yes. Hero EQ asks you to sign in with Apple the first time you open it. The account holds only what the privacy policy lists, such as the email address Apple gives us (it can be Apple's private relay address). Hero EQ also needs an AI to answer your questions, and you can set one up in two ways: add your own Claude key, or use Apple Intelligence on your iPhone if it supports it. Go to Settings to choose.
The app says "Set up an AI first"
It means no AI is connected yet, so the app won't save a made-up analysis. Tap Open Settings and pick one of the options above. Once one is set up, the capture buttons on Home work.
I only have Apple Intelligence. What can I do?
Chat works on your device. Its answers are shorter, and it can't read photos or PDFs natively. Some features, such as quick captures, use the AI you chose in Settings and may need a Claude or OpenAI key.
Where do I get a key?
From the AI provider's own website, under your own account with them. A key is a password for your account, so keep it private. Hero EQ stores it in your iPhone's Keychain, on that phone only.
Your data
Where is my work stored?
On your iPhone. iOS encrypts the files, and you can add a Face ID or passcode lock in Settings. We don't keep your chats, photos, files, notes or recordings on our servers. When you ask the app to use an AI service, what you send goes to the provider you chose. The privacy policy lists each one.
How do I keep a chat on my phone?
Turn on "Keep chats on this device" in Settings. Chats then use Apple Intelligence and nothing is sent to Claude. Quick captures still use the AI you chose.
How do I delete my data?
In Settings, tap "Delete all my data" to erase your decisions, chats, library, keys and preferences from the phone. Deleting the app does the same. "Delete account" in Settings removes your account and plan from our servers. We keep an anonymous record of the purchase (Apple's transaction number, dates and usage counts, no name, email or content) to prevent abuse; the privacy policy explains it.
Your plan
How do I cancel my subscription?
In your Apple account settings, or tap Manage subscription in the app's Settings. Deleting the app or your Hero EQ account does not cancel it: Apple keeps billing until you cancel. To avoid being charged for the free trial, cancel before it ends.
I bought a plan but the app doesn't show it
Open Settings and tap Restore Purchases, signed in with the same Apple Account you bought with. If it still doesn't show, use the contact form and tell us what you see.
Fixing problems
An answer says it could not be reached, or stops partway
Check your internet connection and try again. If you use your own key, check it's still valid and that your provider account has credit. If an answer is cut off, the app shows a notice. Ask it to continue or send the question again. To keep going, check that your own Claude key is set up in Settings, or turn on Apple Intelligence.
Face ID or the lock isn't working
Hero EQ uses your iPhone's own Face ID and passcode. Check that Face ID is set up in the iPhone's own Settings, and that Hero EQ is allowed to use it. If the lock still won't open, contact us before deleting the app, because deleting it erases your work.
A recording stopped or has no transcript
Calls, alarms and Siri can interrupt recording, and the app tells you when that happens. Interview recordings are transcribed on your iPhone, so allow the microphone and speech recognition when asked. Voice notes are transcribed on your iPhone unless you add your own OpenAI key, in which case the audio goes to OpenAI. Both need microphone access, which you can turn on in the iPhone's Settings.
The app is slow, or I think I found a bug
Close it from the app switcher and open it again. If the problem stays, send us the details above through the contact form.
Hero EQ: Product Brain by Hero Minutes.